Safaricom Jobs in Kenya

Safaricom Limited is the leading mobile telecommunications company in Kenya. 

We are at the forefront of the industry and always seek to attract and retain talented, creative and innovative team players who are excited by the opportunity of pushing the frontiers of this evolving technology, growing our services, exciting our customers and contributing to our community. 

At Safaricom, we take pride in our talent and develop them to realize their maximum potential!

Workforce Planning Manager

Ref: CC_WPM_JUNE_2013
 

We are pleased to announce the following vacancy within the Customer Care Division.

In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
 

Reporting to the Senior Manager Business Planning and Workforce, the successful candidate will be responsible for providing support to the Call Centre department through workforce planning, resource optimization, performance monitoring and variance analysis aimed at aiding management in decision making and optimal utilization of call center agents.

The job holder’s key responsibilities will be to:

• Oversee the development and implementation of effective workload forecasting and shift scheduling for call centre and CCS through approving leave schedules for all the agents and ensuring that space and resource planning are adequately catered for;
• Formulate Space Planning Utilization summaries as part of the Workforce Budgeting. This will involve optimal resource allocation for JCC & alternative sites (SCC, Thika etc);
• Ensure any change to plan is justified, supported by facts and is approved before implementation;
• Ensure communication to staff on all workforce related issues is done within agreed SLA;
• Ensure policies and procedures related to workforce management are accurate, updated and made available onto the Intranet;
• Make recommendation on improving scheduling efficiencies, and follow through on their implementation and measure of success while ensuring that the plans are realistic and match current trends;
• Conduct performance tracking through variance analysis of Workforce plans and performance evaluation;
• Communicate promptly on sudden changes in call flow and recommend appropriate actions to be taken;
• Periodically review routing strategies and recommend improvement to achieve optimization;
• Communicate agreed performance standards and targets; Review targets every six months and communicate within agreed timelines;
• Driving and improve performance in the team;
• In liaison with HR L&D ,identify staff training needs, Create development and training plans to close any performance gaps identified;
• Create a work environment that will drive the entrenchment of the Safaricom way Values of Speed, simplicity & trust;

The ideal candidate should possess the following skills & competencies:

• An honors degree from a recognized university preferably in finance, accounting, Economics or mathematics (Statistics).
• Possession of an advanced degree is preferable.
• At least 6-7 Years’ experience in a similar role within a workforce planning environment.
• Must have experience in workload forecasting, shift scheduling, performance analysis and costing for a large call center.
• Must have experience preparing, monitoring and reviewing budgets and forecasts in a large company.
• Experience in a telecommunications company is preferred.
• Experience in financial modeling and forecasting.
• Good experience in MS office tools and Call Centre systems savvy.
• Good planning skills with ability to meet strict deadlines.
• Providing financial advice and assistance to the Head of Call Centre.
• Innovativeness and willingness to propose new and effective ways of running the business.
• Ensure the highest level of accuracy in financial analysis and feedback.

Senior Manager Core, Premium & SMS Segment
Ref: CC_SMCPSS__JUNE _2013
 

We are pleased to announce the following vacancy in the Call Centre Operations Department within the Customer Care Division 

In keeping with our current business needs; we are looking for a person who meets the criteria indicated below:
 

Reporting to the Head of Department, Operations, the primary objective of this role is to define, implement and sustain the customer service operations strategy to meet the demands of customers within the segments classified as CORE and Premium customers; managing the SMS and outbound team and Leading a team of shift managers, Team leaders and Customer experience assistants.

The job holder’s key responsibilities will be to:

• Defining, recommending and constantly reviewing cost effective and sustainable customer service channels for the assigned segments;
• Support and align the team’s service delivery towards the set strategy for the assigned customer segment;
• Work in collaboration with the customer care business partners & process manager in defining, designing processes and procedures to ensure superior customer service experience for the core and premium segments;
• Identify resource requirements and recommend the needs to the HOD Customer Care Operations;
• Make contribution to the budget requirements within the financial year;
• Review current systems adequacy and ensure that there is periodic check of faulty machines;
• Review all processes & procedures/Service Level agreement & recommend changes where applicable;
• Communicate strategic objectives of the Premium/Core queue to the managers and CEAs where applicable;
• Set SMART objectives with focus on the assigned customer segment’s expectations for the CEAs, Team Leaders and shift managers in liaison with the HoD Operations;
• Driving and improve performance in the team;
• In liaison with HR L&D ,identify staff training needs, Create development and training plans to close any performance gaps identified;
• Create a work environment that will drive the entrenchment of the Safaricom way Values of Speed, simplicity & trust;

The ideal candidate should possess the following skills & competencies:

• Degree in a business discipline or Social Sciences.
• 7-8 years working experience in a customer service environment of which 2 yrs must have been in management or supervisory role.
• Excellent knowledge of Safaricom products and services.
• Commercial Awareness.
• Excellent communication, influencing, negotiation and stakeholder management skills;
• Problem solving and decision-making skills.
• Project management experience with proven methodologies.
• Business development and customer relationship management experience.
• Experience serving as a customer advocate – able to understand and articulate the needs of the client and deliver on those needs.
• Ability to deliver world class services and high impact results.
• Ability to facilitate and harness cross-team collaboration working with teams in person and virtually.
• Enthusiastic, personable and flexible.

Senior Manager – Customer Experience

Ref: CC_SM_JUNE_2013
 

We are pleased to announce the following vacancy in the Customer Experience Department within the Customer Care Division. 

In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
 

Reporting to the Head of Department, Customer Experience, the position holder will be responsible for ensuring that customers have an experience consistent with Safaricom’ S brand promise across all touch points within Customer Care division. 

This will involve driving CDI and tracker performance for the call center, evaluating service effectiveness against CDI performance, formulate & execute quality assessments, performance management and drive the Reward and staff motivation program within the division.

The job holder’s key responsibilities will be to:

• Driving the Customer obsession culture within the division;
• Driving awareness sessions within CC to entrench Experience & CDI;
• Defining and build sustained customer experience improvement initiatives, and follow through on implementation as per agreed timeframes;
• Drive the delivery of excellent quality of service by assessing the effectiveness of the front line staff/Support staff and Team managers;
• Ensure accurate, consistent, efficient and effective quality of service delivery through evaluation of interactions across all customer service touch points;
• Design guidelines and procedures for the quality evaluation and performance management process;
• Participate in the performance review process on KPIs with the Operations team;
• In consultation with key stakeholders implement recognition initiatives to entrench Experience within Customer Care;
• Driving and improve performance in the team;
• In liaison with HR L&D ,identify staff training needs, Create development and training plans to close any performance gaps identified;
• Create a work environment that will drive the entrenchment of the Safaricom way Values of Speed, simplicity & trust;

The ideal candidate should possess the following skills & competencies:

• Bachelor’s Degree or equivalent.
• Work experience of 7 - 8 years in Customer Care with 2 years managerial experience and 2 years within a quality management work area.
• Excellent knowledge of Safaricom products and service and brand promise.
• Excellent knowledge of Customer Care processes & procedures.
• Excellent written and verbal communication skills (articulate) coupled with good listening, presenting and critical reasoning skills.
• Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills
• Excellent interpersonal skills.
• Good decision making skills.
• Able to promote a work environment that fosters creative thinking, innovation and rational risk-taking.
• Demonstrate good analytical skills.
• Has an understanding of the QMS ISO 9001:2008 standards.
• Ability to lead and develop a team through supporting, coaching and mentoring the team.
• Ability to work with peers, partners and stakeholders at a senior level to positively impact business performance.
• Very results focused individual who has the ability to think analytically and strategically.
• Good understanding of multi-business functions and business processes.
• Influencing and negotiation skills.

Senior Manager - Data & Enterprise Customers

Ref: CC_SMDEC_JUNE_2013
 

We are pleased to announce the following vacancy within the Customer Care Division.

In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
 

Reporting to the Head of Department, Operations, the successful candidate will be responsible for supporting the delivery of initiatives to provide world-class customer services to mobile and fixed Data customers. 

The successful candidate will define customer service operations strategy to meet the demands of customers within this segment. The position holder will also oversee the social media and Chat services as key platforms used by Data consumers. 

Leading a team of team leaders and customer care representatives, the successful candidate will manage, implement and guide the team in giving feedback on defined initiatives that support the Data usage strategy and customer retention initiatives for the Enterprise customer to create lifelong customer relationships.

The job holder’s key responsibilities will be to:

• Work in collaboration with Business partners for the Strategic Business Units to define, design processes and procedures to ensure superior customer service experience for Data and Enterprise customers;
• Align, drive and support initiatives that stimulate data usage among data customers;
• Create sustainable service experience for the Data and Enterprise customers;
• Identify resource requirements and recommend the needs to the HOD Customer Care Operations;
• Monitor and ensure availability of resources as per approved budget;
• Make contribution to the budget requirements within the financial year;
• Review all processes & procedures/Service Level agreement & recommend changes where applicable;
• Communicate strategic objectives of the enterprise and data segments to the managers and CCRs where applicable;
• Set SMART objectives with focus on the data and Enterprise customer expectations for the CCRs, Team Leaders in liaison with the HoD Operations;
• Track and monitor set performance standards for the Data, Enterprise and social media queues and develop actions plans to improve channel performance where applicable and monitor action plan success;
• Driving and improve performance in the team;
• In liaison with HR L&D ,identify staff training needs, Create development and training plans to close any performance gaps identified;
• Create a work environment that will drive the entrenchment of the Safaricom way Values of Speed, simplicity & trust;

The ideal candidate should possess the following skills & competencies:

• Degree in a business discipline or Social Sciences.
• 7-8 years working experience in a customer service environment of which 2 yrs. must have been in management or supervisory role. 
• Growth within the Data Skill set will be an added advantage having attained certifications within this field (e.g. CCNA/CCNP/CISA/Wimax/).
• Excellent knowledge of Safaricom products and services and Commercial Awareness.
• Excellent communication, influencing, negotiation and stakeholder management skills.
• Outstanding analytical capabilities, excellent problem solving and decision-making skills.
• Project management experience with proven methodologies.
• Business development and customer relationship management experience.
• Experience serving as a customer advocate – able to understand and articulate the needs of the client and deliver on those needs.
• Ability to deliver world class services and high impact results.
• Ability to facilitate and harness cross-team collaboration working with teams in person and virtually.
• Proactive, organized and customer oriented person.
• Excellent communication skills.

Manager - Retention & Loyalty Management

Ref: CC_MRLM_JUNE_2013
 

We are pleased to announce the following vacancy in the Customer Care Division. 

In keeping with our current business needs; we are looking for a person who meets the criteria indicated below:

Reporting to the Head of Department, Customer Experience, the position holder will be responsible for engaging stakeholders with Business Units to formulate & deliver on a Single Customer Retention Strategy, where Customer management will drive the Strategy Execution to ensure maximization of the lifetime value of customers

The job holder’s key responsibilities will be to:

• Align Customer care retention initiatives to Safaricom Business Units while adopting best standards and to the global company retention strategy;
• Liaise with SBUs to Define, Implement and Co-ordinate a Call Centre retention program for all customer segments;
• Develop loyalty campaigns in consultation with SBUs and prepare business cases for all proposed campaigns;
• Drive the build, delivery and change method of having customers rate the service provided to them based on defined measurements and industry standards using available tools;
• Drive detailed analytics of customer feedback results to create customer Retention Actions plans around gaps in expectations. Proactively analyze customer behavior in order to identify and address at-risk customers before they defect;
• Drive implementation of loyalty initiatives (product or services) to deliver agreed retention plans and targets;
• Drive engagements with stakeholders (Market Intelligence team) for various studies and market intelligence for identification of customer satisfaction, customer behavior towards churn, and customer response towards various campaigns of retention/loyalty to identify the consumer needs;
• Oversee the operation of the outbound unit in line with the Call Centre Retention strategies;
• Manage effective customer win-back mailing campaigns supported by online and telephony contact;
• Drive Customer Care Retention Projects as aligned to the Safaricom Retention strategy;
• Monitor the improvements provide reports on the impact of the changes;
• Prepare, implement & monitor OPEX forecasts to meet business requirement Develop the customer retention budget and monitor expenditure;
• In line with agreed KPI’s for loyalty programs, continuously plan, inform, and review budget expenditure and ROI;
• Driving and improve performance to the team;
• In liaison with HR L&D ,identify staff training needs, Create development and training plans to close any performance gaps identified;
• Create a work environment that will drive the entrenchment of the Safaricom way Values of Speed, simplicity & trust;

The ideal candidate should possess the following skills & competencies:

• Bachelor's degree in marketing or a statistical technical discipline.
• 6-7 years’ experience in a marketing, business analysis or customer management with targeted work output to driving retention & product development and also overseeing the development & implementation of loyalty programs while managing a team of specialists.
• Has worked in a fast-paced, dynamic environment and must have good problem solving skills;
• Proven ability to engage with Leadership Teams to create buy in on retention & loyalty initiatives.
• Project Management capability
• Excellent knowledge of Safaricom products and service and brand promise
• Excellent knowledge of Customer Care processes & procedures
• Excellent written and verbal communication skills (articulate) coupled with good listening, presenting and critical reasoning skills.
• Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills
• Excellent interpersonal skills.
• Good decision making skills
• Able to promote a work environment that fosters creative thinking, innovation and rational risk-taking.
• Demonstrate good analytical skills
• Has an understanding of the QMS ISO 9001:2008 standards
• Good understanding of multi-business functions and business processes;
• Influencing and negotiation skills;

If you feel that you are up to the challenge and posses the necessary qualification and experience please send your resume and application letter indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title to the address below. 

The deadline for application is Monday 17th June, 2013.

The Head of Talent & Resourcing
Safaricom Ltd
Nairobi
 

Via E-mail to: hr@safaricom.co.ke